Customer Relations Coordinator-Dispatcher

Forward Air Corporation; Middleburg Heights (OH); On-site; USD 25,000 - 36,000; Full time

Job summary

Forward Air Corporation is seeking a Customer Relations Coordinator to provide front-line administrative and customer service support at our 100% on-site Ohio site. You will handle shipment processing, documentation, tracking, and daily customer communications to ensure accurate and timely updates.

Responsibilities include data entry, invoicing support, scheduling pickups, preparing air waybills and POD, and coordinating with drivers and carriers.

Qualifications

• Education: High School Diploma or GED required; college degree preferred.
• Experience in customer service, administrative support, logistics or transportation environments preferred.
• Strong attention to detail with the ability to follow established processes consistently.
• Clear, professional communication skills with a customer-focused approach.
• Ability to work collaboratively in a fast-paced, on-site environment.
• Discretion and confidentiality in handling sensitive information.
• Proficient with Windows PCs and Microsoft O365 apps (Outlook, Word, Excel, PowerPoint).

Responsibilities

• Serve as central contact for customers, carriers, drivers, and internal teams by phone, email, and in-person interactions.
• Provide front-line customer service by responding to shipment status inquiries and documentation requests.
• Perform accurate data entry for shipment details and operational records within timelines.
• Track and trace shipments and communicate updates to customers and internal teams.
• Coordinate scheduling for pickups, deliveries, and appointments.
• Prepare and organize shipping documents (AWBs, bills of lading, POD).
• Support shipment paperwork handling and basic freight acceptance when needed.
• Assist with accounts receivable/payable and billing tasks.
• Maintain organized electronic and physical files for shipment and financial records.
• Communicate with carriers and internal teams to support timely freight movement.
• Escalate routine service issues to operations leadership per procedures.
• Handle routine administrative tasks including mail processing and office supplies.
• Participate in training and process improvement initiatives.
• Perform other duties as assigned.

Skills

Customer service

Data entry

Communication

Teamwork

Attention to detail

Office software

Education

High School Diploma or GED

Bachelor's degree preferred

Tools

Microsoft Office

Excel

Teams

Zoom

Webex

Job description

The Customer Relations Coordinator provides front‑line administrative and customer service support to ensure accurate shipment processing, documentation, and communication multimodal transportation terminal, air/ocean branch, or contract logistics site. They serve as a primary point of contact for customers, carriers, drivers, and internal teams, helping ensure shipments move smoothly and customers receive timely, accurate updates. They are responsible for scheduling, shipment tracking and tracing, customer support, documentation, and core financial activities such as accounts receivable, accounts payable, and billing. They interact closely with customers, drivers, carriers, and operational teams to support the timely movement of freight across logistics networks and may assist with freight acceptance and basic cartage support where applicable.

Compensation: $22.00 per hour

Available Schedule: Monday through Friday, Noon - 8 PM

Responsibilities

• Serve as a central point of contact for customers, carriers, drivers, and internal teams via phone, email, and in‑person interactions.
• Provide front‑line customer service by responding to shipment status inquiries, documentation requests, and routine service questions.
• Perform accurate data entry for shipment details, customer instructions, order updates, and operational records within required timelines.
• Track and trace shipments using internal systems and carrier platforms; communicate updates to customers and internal teams.
• Coordinate scheduling for pickups, deliveries, appointments, and other routine operational activities.
• Prepare, review, and organize shipping documents such as air waybills (AWBs), bills of lading, labels, and proof of delivery (POD).
• Support terminal or site activities as needed, including freight acceptance, driver assistance, and shipment paperwork handling.
• Assist with accounts receivable, accounts payable, and billing support tasks, including invoice preparation, verification, and reconciliation.
• Maintain organized and compliant electronic and physical files for shipment, financial, and administrative documentation.
• Communicate with carriers, warehouses, dispatch, and internal operations teams to support timely movement of freight.
• Identify routine service issues or delays and escalates them to operations leadership according to established procedures.
• Support routine administrative tasks such as inbound/outbound mail processing, record updates, and office supply monitoring.
• Participate in training, meetings, and process improvement activities as assigned.
• All other duties as assigned to meet evolving business needs.

Qualifications

• Education: High School Diploma or GED equivalent required; undergraduate degree from an accredited college or university preferred.
• Previous experience in customer service, administrative support, logistics, or transportation environments preferred; training provided.
• Strong attention to detail with the ability to follow established processes consistently.
• Clear, professional written and verbal communication skills with a customer‑focused approach.
• Ability to work collaboratively in a fast‑paced, team‑oriented, on‑site environment.
• Demonstrated discretion and confidentiality in handling and protecting sensitive information.
• Technical: Proficient with common office technologies, including Windows PCs, Microsoft O365 (Outlook, Word, Excel, PowerPoint, etc.) and web conferencing (Teams, Zoom, Webex, etc.)
• Environment: Comfort commuting to/from and working in a 100% on‑site setting (listed in this posting), with travel for related meetings/events.